Calabrio ONE

Calabrio’s powerful WFM addresses all elements of the planning cycle. Optimise staffing with AI-based forecasting, multi-skill scheduling, intraday management and real time adherence tools. Agent engagement functionality amongst the best in the industry.

With AI driving rapid change, it’s time to use it to overhaul your QA programme. Use Calabrio’s QM, AQM, Transcription Summaries, Advanced Sentiment insights, and Trending Topics to assess overall contact centre performance, study the voice of the customer and provide fairness and reasoning into the scoring of all interactions.

Effective performance management leads to more engaged agents, lower turnover, and better business results. Calabrio Performance Management is a portal that allows agents and supervisors to set and monitor coaching activity, and its impact via key performance indicators and outcomes.

The use cases of Quality Management and Contact Centre Analytics are different but they both use the same transcription and AI capabilities, drill downs/drill throughs and the ability to surface rich insight. Calabrio excels in this area, delivering proven ROI for your Analytics program.

You’ve deployed your bot and deflection looks good, but agent QM scores suggest that your humans are having to passify frustrated bot customers. Calabrio’s bot analytics provides deep insight into chatbot and voice bot performance, understands customer sat, indicate true cost to serve for these automation channels, and provides insight into areas for improvement.

There are nuggets of gold in your data and Calabrio helps bring it to the surface. Insights is the new AI-powered custom reporting and BI tool in Calabrio ONE. Insights enables customers to seamlessly combine all their workforce engagement management (WEM) and customer interaction data from across the suite. Its dashboards deliver deep business intelligence, allowing quick, informed decision-making across your organisation.